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ZENDESK WEBINAR

Zendesk CX Highlights

Tue
, 
September 
5

 AIを業務に活かすには?

CX向上を実践する導入事例セミナー

事例講演:セガ、エン・ジャパン登壇!

オンデマンド配信

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About

 

カスタマーサービスの分野において、

CX(カスタマーエクスペリエンス:顧客体験)/ EX(エンプロイーエクスペリエンス:従業員体験)は

密接に収益の向上と結びついています。しかし長引く不況により、ビジネスリーダーの関心は

業務効率化に集中し、現場は最小限のリソースで最大限の効果を上げることを求められています。

こういった流れを受け、AI等のテクノロジーによるサポートが業務にはいよいよ必要不可欠になってきました。

 

本セミナーでは、先日開催されたイベントでの講演模様をお届け。

6月に開催された「Relate 2023 Japan」でも発表されましたOpenAIとの連携を受け、ますます進化する

AIがカスタマーサービスの未来にどのような影響を及ぼすのかについて、最新のトレンドと共に

紐解いていきます。

 

世界的なAIの動向や、最新の技術トレンドの解説に加え、

CX/EXを高いレベルで実現していらっしゃる企業様として、セガ様とエン・ジャパン様を

ゲストスピーカーとしてお迎えし、CX/EXへの取り組みと向上に向けた施策が

どのように企業成長に結びついているかをお話しいただきます。

 

参加者満足度99%、大好評のセミナーです!

是非この機会にご参加ください。


Key takeaways:

Thank you to our sponsors

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Gold Sponsors

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Agenda

Our agenda lets you roam. Enjoy keynotes that spur innovation or meet with experts to solve your challenges.

Best of all, it’s quality time with people who just get it.

7:30am

Registration and breakfast

Sponsored by Ada

8:30am

Opening keynote

Highlights include:
• A welcome from Tom Eggemeier, Chief Executive Officer at Zendesk

• The future of CX, presented by Adrian McDermott, Chief Technology Officer at Zendesk

• Updates on the Zendesk company vision and new product announcements

10:15am

Session tracks begin

Choose to attend whichever are most useful to you and your business.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Harness the possibilities of AI

Artificial Intelligence will change the CX landscape forever. Hear our vision for the future, and the role Zendesk will play in it. We’ll be joined on stage by Liberty London to talk about how AI can help you boost ROI, improve efficiency across the customer journey, and most importantly—deliver exceptional service.







TRACK 2

Customer wins with Zendesk

Fall in love with personalized conversational experiences

Finding love in the digital world is hard. Over the last 25 years, Match Group have been pioneers in delivering personalized dating experiences to millions of users worldwide. In this industry, the biggest job is keeping love-hopeful users engaged and avoiding churn. Hear how Match Group used Zendesk to deliver personalized dating advice—resulting in boosted customer loyalty, increased retention, and a direct impact on revenue growth.

TRACK 3

Emerging trends transforming CX

CX Trends: separating hype from reality

Not all trends are created equally. Some change the way we live and work—and some disappear as quickly as they arrived. Hear our expert panel dig into emerging industry trends, then debate which they believe are here to stay.


15 minute break


TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Prepare for the future of CX with powerful agent tools

Agility in customer service isn’t just about moving faster—it’s about adapting faster. Our adaptable Agent Workspace drives innovative customer experiences so you can keep pace with wherever your customers, business, or the market takes you. Hear how the Agent Workspace can help maximize efficiency, make faster decisions, and create powerful front and back end customizations.

TRACK 2

Customer wins with Zendesk

How to boost customer happiness as you scale

Keeping customers happy as your business scales can be a challenge. Hear how Degreed uses Zendesk to integrate customer service with their product, sales, and success teams. You’ll learn tactics for keeping customer retention high, seamlessly automating requests, running a lean team in hyper growth, and more.

TRACK 3

Emerging trends transforming CX

What consumers want from AI in service

Customers are excited about the possibilities of AI. Now’s the time to understand their expectations for the future of customer experience. Our presenters and expert panel dive into how to use AI to fill experience gaps, provide instant personalization, and supercharge communication via chatbots and voice assistants—all while being empathic.

12:00pm

Lunch

Sponsored by Salto

Sponsored by Salto

1:00pm

Delivering customer obsession with Zendesk

You'll learn:

• what it means to be customer obsessed

• how customer obsession translates into a competitive advantage

• how to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

You'll learn:

• What it means to be customer obsessed

• How customer obsession translates into a competitive advantage

• How to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

• With Medline Industries, LP, Honeywell Connected Enterprise, Xe.com, Ria Money Transfer, and Dandelion Payments


2:00pm

Session tracks continue

Continue with your track from this morning, or switch to another.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Introducing Zendesk for employee experiences

LATAM Airlines perfected conversational experiences for their customers—so rolled them out to their employees too. The result? Improved employee productivity, satisfaction, and the bottom line. Hear how they did it, and how you can too.

Support data protection and privacy compliance goals

Data protection and privacy laws are evolving at an incredible pace. Hear how Zendesk helps you keep up. You’ll learn about advances in auditing, logging, roles, permissions, and change management that will complement your compliance goals.

TRACK 2

Customer wins with Zendesk

Lead with CX to drive revenue and land more customers

Like many industries, the future of car buying is eCommerce—and 64% of car buyers say the buying experience is more important than price. Retailers with personalized experiences will land more deals. Hear how Cox Automotive uses Zendesk, powered by rich data, to deliver an online concierge buying experience. You’ll learn how they use Zendesk to drive sales, navigate eCommerce chokepoints, and unify the prospect-to-customer digital experience. This session will also feature a Conversational Commerce demo.

3:30pm

Women in Leadership presents: Balancing EQ & IQ

Settle in for a fireside discussion with Bozoma Saint John, Forbes Most Influential CMO, Author, and Entrepreneur. Expect discussions on:
• creating personalized customer experiences
• building brand loyalty with empathetic touchpoints
• authentic leadership, and balancing EQ and IQ


Settle in for a fireside talk with Bozoma Saint John, Forbes Most Influential CMO, Author, and Entrepreneur. Expect discussions on:

• Creating personalized customer experiences

• How to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

• Authentic leadership and balancing EQ and IQ

4:30pm

Happy hour

Sponsored by TTEC and Ultimate


Sponsored by TTEC and Ultimate

Agenda

※英語のセッションには日本語字幕が付きます

Japan Update

最新の製品情報や、Zendeskの掲げるAIのビジョンをご紹介します。

AIの未来とZendeskの戦略

創業以来一貫してカスタマーサービスに向けたサービスを提供し続けてきたZendeskが、豊富なナレッジをもとに近年注力してきたAI製品の開発。厳しい経済情勢のなか、コストを削減しながらもCX/EX向上に最大限の効果を発揮するためには欠かせないAIとはどうあるべきか、新たにリリースされた製品の情報を交えながら解説していきます。

事例講演:株式会社セガ

「感動体験を創造し続けるために

 ~お客様を離脱させない!SEGAにおけるCX向上のKSFとは?~」

顧客ニーズの変化も激しく、絶えず新たなエンタメの可能性を問われ続けるゲーム業界において、長年にわたりファンとの信頼関係を重要視してきた「SEGA」。「お客様にもっと深く・ずっと遊んでいただく」ことをミッションとしてカスタマーサクセスに取り組み、顧客対応業務の数値化でCX向上を追求している岡田氏・笠井氏をお迎えし、現在の課題や取り組み、システム投資への考え方、Zendeskへの期待についてお話しいただきます。

事例講演:エン・ジャパン株式会社

「自己解決率アップのカギはVOCを活用したFAQの運用!

 CX向上とプロダクトのグロースを支えるセルフサービスのポイント」

求人掲載・採用までを無料で行うことが出来る採用支援ツールの「engage」。登録社数が増え続ける中、engageを通じた採用成功を実現する企業を増やすカギはFAQにあると設定。FAQを活用したセルフサービスの拡充により自己解決率アップを推進してきた千葉氏をお迎えし、当時の課題やユーザーとのコミュニケーション設計、具体的な取り組みなどについてお話いただきます。

Speakers

岡田 淳良氏

株式会社セガ

グローバルプロダクト
オペレーション本部

カスタマーサクセス部

部長

笠井 玲奈氏

株式会社セガ

グローバルプロダクト
オペレーション本部

カスタマーサクセス部

顧客サービス企画開発チーム

千葉 泰子氏

エン・ジャパン
株式会社

デジタルプロダクト開発本部

Product Ops.1グループ

情報システム本部

企画運用グループ

マネージャー

Ryan McGrew

 Zendesk

Senior Director,

Product Management

Location

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